We compared BMC Remedy and ServiceNow across several parameters based on our users' reviews. After reading the collected data, you can find our conclusion below:
Comparison Results: BMC Remedy is commended for its user-friendly interface, valuable features, and impressive dashboards and reports. However, it could benefit from more intuitive dashboards and improved system stability. On the other hand, ServiceNow is highly efficient in workflow management, offers scalability, and provides customization options. Nevertheless, it could enhance the implementation of features and improve its user interface. Both products are considered expensive in terms of pricing and licensing, but ServiceNow is viewed as more reasonable for large organizations. Customer service and support for both products have received mixed feedback, with some finding it helpful and others suggesting room for improvement.
"The solution offers some very good features."
"The solution is extremely user-friendly."
"The asset discovery feature in BMC is notably better compared to ServiceNow."
"There are a lot of features a customer can use. It’s an existing concept of asset management. One feature is the ability to create tickets for various computer systems, VPN defenses, sites, regions, or customers."
"The most valuable feature of the solution includes all of its components since they act as the authentication system of the product."
"It's a scalable product."
"The most valuable BMC Remedy Asset Management are the dashboards and reports for the CIO."
"The solution helps us manage, escalate, and solve incidents."
"The workflow makes things extremely efficient and it improves effectiveness."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"We always get good support."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"It's great to do statuses or to review tasks."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"There is room for improvement in terms of support."
"BMC Remedy's change management module needs enhancement."
"BMC Remedy Asset Management could improve by adding intuitive dashboards."
"Integration and deployment could be better. It could be easier and faster to integrate and deploy. It would also help if we could have a 360-degree view. It would be better if they changed it to a SaaS type of offering, which is becoming the standard."
"However, from a stability perspective, we sometimes had issues, like running out of resources, maxing out, database issues, and the server freezing out and functioning at fifty percent."
"The desktop technicians face some challenges with the solution."
"There are issues from a product functionality perspective."
"BMC works through intermediaries or vendors for support, so you don't always interact with BMC directly. The quality can vary depending on the specific vendor."
"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."
"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."
"The utilization of AI in ServiceNow needs enhancement."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"It's too complicated and there are too many options."
"The setup was time-consuming and required a lot of internal resources."
"The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions."
"The ability to embed help information onto the screens."
BMC Remedy is ranked 5th in IT Asset Management with 23 reviews while ServiceNow is ranked 1st in IT Asset Management with 212 reviews. BMC Remedy is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of BMC Remedy writes "Offers automation, orchestration, service level management but lacks AI-based rules ". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". BMC Remedy is most compared with BMC Helix Discovery, Snow License Manager, ManageEngine IT Asset Management and BMC Track-It!, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and BMC Helix Discovery. See our BMC Remedy vs. ServiceNow report.
See our list of best IT Asset Management vendors.
We monitor all IT Asset Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
www.quora.com
The article linked above helps people select a help desk software based on the parameters suggested.
You can also try Happyfox, an online centralized ticket management software hosted on the cloud. It has light and clear pricing and leanest learning curve. Please check the set-up steps here. www.happyfox.com
Hult Internation Business school is currently using our help desk software. www.happyfox.com
Happyfox does provide special discounts for education institutions and please contact me for more information.
Hi Lawrence, I think you are opensource guy, so you may check it out
OTRS is an Open source Ticket Request System with many features to manage customer telephone calls and e-mails. It is distributed under the GNU AFFERO General Public License (AGPL) and tested on Linux, Solaris, AIX, Windows, FreeBSD, OpenBSD and Mac OS 10.x. Do you receive many e-mails and want to answer them with a team of agents? You're going to love OTRS!
github.com and try below release
www.otrs.com
1. Which software are you using and how do you find the software? Service Now, very useful. Is it easy to use and customizable? Yes. If so, how can we customize it? Forms, fields are easy to setup; business rules – java scripts, api.
2. What software did you use before the one you are currently using and did it offer a way to import existing tickets from your old system to your current one? CA and BMC. We did not import old tickets into the current systems. We imported assets. Change, Incidents, Request start from fresh. Old data was exported and kept as retention.
3. What about/How does licensing costs/work? Only IT roles are payable. As educational institutions face financial pressures, what are the costs and flexible options for payment? Cloud based subscription – based on usage.
4. Is your software on-premise and cloud/hosted/SaAS models? SAAS
5. Are you using any other of their modules/product offerings? If so, which ones? Catalog, Service Desk – incidents, problem, request, Change, Asset, CMDB, Discovery, KB, SDLC
6. What is it about the software that you like? Easy to use What is it that you dislike? Ease of version upgrades are managed but require testing for many hotfixes, some issues are moved to enhancement request within the platform and needs to move to the next version for resolution. Reporting is not as good for trending etc. However, OOB reports can be easily created with existing views. More scripting solutions should be made available to provide greater functionality.
7. What is it that you like about their company and support? Have timezone support with ease of ticket creation. What is it that you dislike? Some problems moved as next release enhancements; manual creation of MIBS / updates for discovery creation of correct models. No able to detect stack switches out of the box
8. Does your software have asset management (desktop, mobile, app and network), a solutions wiki? a help/chat ticketing system? etc. ITAM yes but has not moved onto SAM. Mobile not captured; workstations, servers, applications, business services, network are captured. Service Now discovery is very good as it is agentless but still need to be tweak to ensure proper creation especially on newer equipment and stack switches.
9. Has anybody used Cherwell? ServiceNow? FrontRange? BMC Track-IT? Service Now
Hi Lawrence. I work at Agiloft, and we use our own Service Desk solution. We have several customers successfully using Agiloft for higher education IT service management, including Texas A&M and Cal Poly.
Agiloft is completely customizable with no coding required - all customization is done using an easy drag-and-drop GUI. It's available as both an on-premise solution and SaaS, and includes modules for Asset Management, Customer Support, Integrated Chat, and more, with no additional per-module cost.
You can learn more at www.agiloft.com, or google "Agiloft reviews" to find plenty of thorough, 5-star reviews of our product, including several from our higher education customers. Hope this helps! Good luck!